Complaints

This profile includes complaints for Excepsure General Insurance Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Excepsure General Insurance Services, LLC

  Cumming, GA 30040-7389

• 

  Excepsure General Insurance Services, LLC

  PO Box 2239 Cumming, GA 30028-6500

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 12, a person insured by this company collided with my car. On or about January 20, I filed a claim with this company, got a claim number (*********), and was assigned an adjuster. It has been almost a month now, and I've called the adjuster at least seven times and left several messages but have never received a callback. I have contacted ***************** who attempted to contact the adjuster while I was on the phone, and they are also unable to talk to him. Customer ********************' solution is to allow ***** hours for the adjuster to contact me. I have done this 4 or 5 times and never heard from the adjuster. This process is ridiculous. After requesting to speak to a supervisor, you get transferred to a phone where you have to leave a message, and I am still waiting for a callback. Their insured was at fault in this accident, and I only want to get my car fixed. Since I am unable to contact their adjuster, I have gotten an estimate myself.

  Business Response

  Date: 02/20/2024

  We have reviewed this matter and can confirm the adjuster is working with the claimant to resolve their property damage claim.  Upon receipt of the claimants vehicle appraisal, payment will be issued to resolve the same along with any owed rental invoices.

  Customer Answer

  Date: 02/20/2024

  Yes, an adjuster has contacted me and we are waiting on payment.  Once payment is issued and they have resolved this matter, I will be happy to share my satisfaction. 
  

  Thanks

  Business Response

  Date: 03/01/2024

  Thanks, Claim will be handled accordingly with state laws

  Customer Answer

  Date: 03/01/2024

  I am still waiting for a check to arrive.  Once I have a check in hand I will be happy to close this case.

  Thanks

  Business Response

  Date: 03/04/2024

  Please contact ************************** regarding the payment as Excepsure does not handle or pay claims.

  Thank You

• Initial Complaint

  Date:12/05/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally started my premium on October 9th, 2023, it is a 6 month policy, and it was automatically set to autopay. They had no problems taking the money from my account in October. Then comes November. I prefer to pay my bills early, and went to my Excepsure online account to do so. I could put in the amount I wanted to pay, I could add a card or choose the existing card on the account, but there was no pay now button to press. I assumed they didnt allow you to pay early if you chose autopay, and couldnt find a way to remove autopay so I waited for the 9th. I watched my account like a hawk, no pending charges. So I went back to the website, still no pay now button, then I assumed it would autopay out of my account within the next couple days. I received an email the next day letting me know that my payment was late and they would be cancelling my insurance after 10 days if I didnt pay it, plus a late fee. Magically, when I went online to pay it, there was a huge, green pay now button. I paid it, hoping it was user error, or a one time website issue. Here we are on Tuesday, December 5th, I went to the website to pay my premium early. No pay now button. This company is completely illegitimate, and is absolutely a quick cash grab that will likely go out of business before they get hit with a lawsuit. If the company would like to reach out to me, my policy number is 05211042630-01, my email address is clearly listed in my profile, do NOT call me, I would like all correspondence to be in writing. I can provide proof that my account had plenty of money in it, and can provide proof of the disappearing button. Dont pay for this insurance.

  Business Response

  Date: 12/06/2023

  Excepsure offers auto policies with a variety of payment plans. The insured chose Recurring payments which are set to aytomatically debit from the card on their account. The insured is given both a premium and service fee discount for using this option. Since the customer chose recurring there is no way to make an early payment on the account. Our processing service tried to take the payment plus the $6 credit card processing fee on the due date. We received a message from the processor saying the payment was declined. We are not told why declined just that it was declined,If the customer can show us the balance in their account was enough for the payment plus credit card fee on the morning of the troed debit, we are happy to remove the late fee. The customer can also write or email to us and tell us to take the account off recurring and we are happy to do that however the service fee is higher and the discount is removed. We are happy to help the customer in any of the ways mentioned.
  
  Thank You

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20964792
  
  I am rejecting this response because: this is the same exact excuse they give every other complaint. Its not real. If they were having this many problems with the card processing company, they wouldve switched companies by now. There is NO option for autopay. There is no way to turn it off, and I definitely never turned it on, as I hate autopay. 

  There is no way to pay your bill on time, its literally just a scam. Excepsure, I told you how to contact me. I havent been given an email address in order to get in contact with you. My next bill is due on the 9th, there will be plenty of money in my account, and if it does not autopay out of it, I will be contacting a lawyer. 

  I would appreciate (1) a refund for my late fee from November, (2) for you to contact me at ******************** and remove my account from autopay. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/06/2023

  Thank you for responding, as mentioned previously if the customer wants to go to a manual pay plan we need a written request from the customer to switch to a non-recurring pay plan and accepting the terms we outlined in the prior response. We will make a one-time exception and waive the late fee without proof of money being in their account however if it happens again customer will need to provide us with something from their bank showing they had the funds in their account.

  Thank You

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20964792
  
  What email/physical address should I send my written request to? Neither are listed on your website, as far as I can tell.

  As for the late fee waiver, it has already been paid as of November 12th, 2023, should I expect a refund to my card? I havent received any personal correspondence from Excepsure as of now. Again, you can reach me at ******************. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/11/2023

  You can send an email to ******************************* or mail it to PO Box **** *******, *********. The late fee was credited back to your account which decreased your balance. An updated payment was mailed to your address today.

  Thank You

  Customer Answer

  Date: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This occurred 2 times back to back. The first time being in October and again in November. My insurance per month is set to be $271.73 and I have auto pay on. I was informed that every month on the 1st day - my payment will be taken. The money is always available and I have my bank statements to prove that claim. I am charged a $15 late fee and have been charged that amount twice. For no fault of mine. I have attempted multiple times to make the payment through excepsures website and through the third party; *****. I was unsuccessful every time. I have contacted excepsure and was told that I needed to contact ****** underwriting department, but when I did; ***** informed me that they are the broker company and they do not have an underwriting department and excepsure does. So I reached back out to excepsure again and they have provided me with an email address to contact someone to assist me. I have emailed them and there was no response given. I will refuse to keep paying late fees for no reason, I am being scammed and the company are not following through with their actions. I want my money back altogether.

  Business Response

  Date: 11/22/2023

  Thank you for contacting Excepsure Insurance regarding the policy for ****************. Excepsure uses a third party credit card vendor that attempts to collect monthly recurring payments from our customers. Attempts are made sometime after 12:01am on the due date and Excepsure is only notified if the card is declined. No reason is given to us. Both of the payments in question were declined according to the processing company. If the customer feels they had the payment amount plus the third-party convenience charge in their account on the due date, the customer can get a letter from their bank stating they had the required funds in the account, and we would review taking off the late fees. Again, we are only told declined. We do not know if the funds were not available or if the card was locked or any other reason for the possible decline.
  .
  
  Thank You

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20897779
  
  I am rejecting this response because:
  
  I have reached out to their help department and no one emailed me back so I can provide documentation showing the funds were available. I dont believe that it is fair that the third party company is allowed to lie on customers and say that funds were not available or it was declined when in fact that is inaccurate. Someone needs to email me back because Im unable to answer the phone during business hours because I work during those times. Stop using the 3rd party because they arent being truthful and they are stealing. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/22/2023

  Please send the documentation to ******************************* and include the policy number. We are not a credit card processing company and as such rely on third parties to take care of card purchases as do most companies. 

  Thank You

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had auto insurance through Excepsure and I got into an accident 4/20/2023. I filed a claim to have my car looked at on 4/21/2023. Ive been calling my claims adjuster, emailing and trying to chat with online services about my claim. I havent had any response. Every time I call customer service, they keep giving me my adjusters number. I requested a new adjuster twice and asked to have my claim escalated twice. I still havent received any feed back. It is now May 30, ******************************************************************* touch with anyone. I keep calling daily and get nowhere. They also had my policy canceled the following week without speaking with to me because I got into the accident and they raised my price. They said I HAD to start a new policy with a new quote to keep insurance even though my current policy had only been active for 2 months. I need to have someone look at my car so I can precede with what I have to do and this is really setting me back.

  Business Response

  Date: 06/02/2023

  Thank you for contacting Excepsure General Insurance Services regarding the policy and claim for the customer referenced in this complaint. ********************************************* is a managing general agency that underwrites policies for Cimarron Insurance Company. We do not handle claims but passed on information to the customer regarding the claims contacts and phone numbers. An adjuster has been in contact with the insured and let them know the current situation and is working with her to help her out. The customer purchased a liability only ********************** policy which is state required coverage but no coverage for her own vehicles. As such, there is no coverage for her vehicle and the company is not required to look at it.
  
  The above policy was set up on a recurring payment plan where monthly payments were automatically drafted from the credit card given to **. When we attempted to collect the payment, the card was declined and no payment was received. We mailed a cancellation notice to the customer giving her an additional 10 days to make payment. Payment was not received and the policy was cancelled in accordance with Georgia law.